Director, Customer Success

Select how often to receive alerts (in days): Create alert At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences. We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play. The Director, Customer Success is a newly created role that plays an important role in developing and leading the execution of a comprehensive customer success and experience strategy. This role ensures a seamless, customer-centric journey throughout the entire lifecycle by mapping end-to-end experiences and addressing friction points to enhance customer satisfaction. The Director advocates for customer needs in leadership forums, ensuring alignment of product and service policies changes required to drive customer satisfaction and loyalty. Collaborate with cross-functional teams to integrate voice of the customer feedback into business processes, drive innovation, and achieve measurable improvements in NPS, Easy Index, and efficiency. Key Responsibilities Develop and implement a robust customer success and experience strategy Leverage AI & Automation for predictive analytics, churn prevention, and personalization at scale Ensure a seamless and frictionless customer journey throughout the customer lifecycle by identifying common trends across the channels that requires end to end journey mapping to achieve a better customer outcome Orchestrate a unified customer experience across digital, retail, care and support channels—ensuring seamless transitions and personalization while advancing Bell’s digital transformation. Promote a culture of continuous improvement by analyzing behavioural and usage data, proactively addressing risk, creating intervention playbooks for at-risk segments, and optimizing operations for scale and automation. Identify friction points and redesign experiences to simplify processes, improve satisfaction, and recommend policy changes—while leading enterprise-wide transformation through a customer-first culture, strategic vision, data-driven insights, and effective change management Serve as an internal advocate for the customer, articulating needs, challenges, and opportunities in leadership forums, and ensuring product and service roadmaps align with customer value. Collaborate closely with cross functional operations teams to ensure customer feedback is systematically integrated into business processes and solution development. Leverage customer insights and trends to inform strategic initiatives and drive innovation that delivers measurable improvements in NPS, Easy Index and operational efficiency. Facilitate executive leadership cross-functional reviews to ensure alignment on customer success priorities, drive accountability, and foster collaboration across business units Critical Qualifications Bachelor's degree in business administration, engineering, or a related field; MBA preferred. 8+ years of experience in customer experience management, consulting, or a related field. Proven experience developing and implementing successful CX strategies. Strong analytical and problem-solving skills, with the ability to translate data into actionable insights. Excellent communication, presentation, and interpersonal skills. Experience leading and mentoring teams. Proficiency in using CX software and tools (e.g., Qualtrics, Medallia). Experience with Agile methodologies a plus. Strong understanding of customer journey mapping, VOC analysis, and other CX methodologies. Preferred Qualifications Additional Requirements #EmployeeReferralProgram Adequate knowledge of French is required for positions in Quebec. Additional Information: Please apply directly online to be considered for this role. Applications through email will not be accepted. We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners. At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us. Please note that you may be required to submit your current Performance Review rating to the hiring leader during the recruitment process. #J-18808-Ljbffr